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Train your AI on frequently asked questions (Custom FAQs)

Updated

As an eCommerce merchant, you may notice that your customers ask the same questions frequently. While the Rep AI agent is adept at accurately answering questions with the information available on your website, there are times when you may want to set a specific response for a frequently asked question (FAQ). This article explains how you can train your AI with new information in a question format.

 

Understand Custom FAQs

Your store website serves as the primary information source for your Rep concierge. Your AI is already automatically trained on your entire website, excluding blog pages.

In addition to adding information directly to your website, there are several ways to provide your AI with extra information to answer customer questions. One of these methods is adding Custom FAQs (Frequently Asked Questions) to your Rep concierge's Knowledge Base. (To learn more about other ways to train the AI, please refer to the following Rep help center article: Refine the AI's responses)

If you'd like to train your AI in a question-and-answer format, and this information is not available on your store website, Custom FAQs are a great option. Adding a custom FAQ ensures your AI knows precisely how to answer the question. It also creates a consistent customer experience, ensuring that visitors receive the same answer to common inquiries.


To access the Custom FAQs page:

  1. In the left-hand menu, navigate to AI Training > Knowledge base.
  2. From the Knowledge Base, click the Custom FAQs tab.

On the Custom FAQs page, you’ll find a list of all added questions. For each FAQ, the page shows which product the FAQ is related to (if any), when the question was last modified, and how many times the AI has used the FAQ to answer a customer question.

 

Access Custom FAQs from AI Test & Train

Alternatively, you can open the Custom FAQs page from the Test & Train module. In the left-hand menu, navigate to AI Training > Test & Train.

In the panel to provide training instructions to the AI, you’ll also see a link to Add FAQs. Clicking this link takes you to the Custom FAQs page, where you can then train your AI with information in question format.

 

Add a new FAQ

Now that you know how to access the Custom FAQs feature, let’s look at how to use information in question format to train your AI. You can add a new FAQ with the following steps:

  1. In the left-hand menu, navigate to AI Training > Knowledge Base and select Custom FAQs.
  2. Click the Create New button, located to the right of the search bar.
  3. Use the Add a new FAQ form to enter the question.
  4. Enter the question’s answer in the field below.
  5. Click Publish.

 

Limit the FAQ to a specific product

When adding your Custom FAQ, you can decide if the question is only relevant to a specific product. You can define this setting directly in the Add a new FAQ form, as indicated in the image above.

Upon clicking Add specific product page, the window will load a list of products for you to select from.

Notes: You can only apply an FAQ to a single product. If you add a new product, it will override the previous selection.


Include a URL (link) in the answer for the FAQ

If you would like Rep to refer shoppers to a specific URL (link) when answering the FAQ, follow the format below.

Include the word "here", followed by a colon and then the URL.

Example:

Check out more information about XYZ here: https://example.com/


Screenshot 2025-03-29 at 18.53.07.png

Using this specific format ensures the AI recognizes the link as a mandatory part of the response.

 

Edit or delete an FAQ

You can edit or delete an FAQ anytime. Under Custom FAQs, simply click the Pencil icon to edit or Trash Bin icon to delete.

Screenshot 2025-03-27 at 19.49.11.png

 

If you edit an FAQ, make sure to press Update at the bottom of the pop-up window to save your changes.

Screenshot 2025-03-27 at 20.00.03.png

 

Tell the AI what to do after answering the question

The Add a new FAQ form includes an option to instruct the AI what to do after answering. The options are to offer further assistance, recommend a product, or recommend a collection. 

  1. Select the action you want the AI to take after answering.
  2. Selecting Recommend a product or collection opens a new “Add” link.
  3. Click this link to open a list of products or collections.
  4. Select the option you want the AI to recommend.
  5. Click Add.

 

Additional Resources

Rep help center articles:

Train your AI using an external link (URL)

Train the AI on "unhelpful" conversations

 

Need help or advice? Reach out to us at: support@hellorep.ai

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